Refunds and complaints

Refunds

In order to be eligible for a refund, you have to return the product within 14 calendar days of your purchase. The product must be in the same condition that you receive it and undamaged in any way. We do not accept returns for custom made products.

Most of our items are handcrafted and customized with care therefore we don’t accept returns or exchanges on the products unless the fault was ours.

After receiving your item, we will inspect it and process your refund. The money will be refunded to the original payment method you’ve used during the purchase. For credit card payments it may take 5 to 10 business days for a refund to show up on your credit card statement.

If the product is damaged in any way, or you have initiated the return after 14 calendar days have passed, you will not be eligible for a refund.

All of our custom made products are created fully or in part based on information specific to each individual customer thus have no resell value. As a result, we will NOT ACCEPT the return of such products unless they are damaged. In such case, please make your claim within 10 days of receiving your products by emailing us at: lutnik@rafalturkowiak.pl and attach the photos of products as well as proof of purchase.

For custom made products, you are allowed to make changes to your order (e.g. changing the instrument type, wood type, etc.) within 24h. In this case, please write an Email at lutnik@rafalturkowiak.pl.

If anything is unclear or you have more questions feel free to contact us.

Complaints

All of our items have manufacturer’s warranty.

If the product is damaged in any way, customer may use warranty at manufacturer’s or at advised service points.

It the product is not the ordered one than we ask for immediate contact at lutnik@rafalturkowiak.pl